• 대한안전경영과학회지
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• 제24권4호
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• 한국농촌건축학회논문집
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• 제16권3호
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• pp.9-18
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• 2014

Small and medium-sized local airports have suffered from chronic operating deficits due to many factors except for large airports in Incheon, Gimpo, Jeju and Gimhae. These small and medium-sized local airports have currently been degraded to inefficient airports handling the significantly lower airline demand than their carrying capacities. In this context, this study conducted a survey on the actual conditions of the airline demand in small and medium-sized local airports for the last 10 years after the opening of the Korea Train eXpress and investigated the causes and actual conditions of an increase and a decrease in the airline demand. In addition, it analyzed the functionality, convenience and economic feasibility, competition elements in comparison with other means of transportation, and the actual competitive conditions of local airports. It investigated facility improvements through a field visit for local airports and analyzed the performance rate of passenger demands and the use rate of terminal facilities according to a change in the airline demand. This study aimed to provide basic data in the architectural planning field, needed to establish a plan for the airport revitalization of local airports with the results of an analysis on the actual conditions of small and medium-sized local airports.

• 공학교육연구
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• 제16권6호
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• pp.29-37
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• 2013

The necessity of convergence education is more emphasized based on the education policy for fostering creative men of talent. Inside universities, however, programs for training talented individuals are still at primary stage. Universities understanding the importance of convergence education and thus founding some major fields of convergence studies have experienced hosts of troubles. The paper discusses the necessary plans of supports from the government and the university to activate the convergence education in accord with the social demands. Twenty-eight professors in engineering colleges participated in the survey for reviewing the required factors for the convergence education. In addition, structured interviews were carried out with three specialists working in industry and academic area of convergence technology. The study could suggest the following activation plans based on the government supports: (1) establishing a support center of convergence education, (2) founding a major field of convergence, (3) developing curriculums and curriculum subjects, and (4) hosting related conferences and forums. Also, the study could suggest the following activation plans based on the university supports: (1) developing special programs on convergence education in accord with the industrial demands, (2) revising regulations and administrative systems more flexible for the convergence education, and (3) providing incentives to the participants in the convergence education.

• 동의신경정신과학회지
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• 제31권2호
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• pp.89-99
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• 2020

Objectives: The purpose of this study was to identify the needs of bio-signal devices for the diagnosis, assessment, and analysis of neurocognitive disorder in Korean medicine (KM) hospitals and clinics. Methods: A questionnaire was developed to survey the current status of medical device use, and diagnosis and interventions for patients with cognitive disorders in KM hospitals and clinics. November 11~December 2, 2019, 114 responses (71.9% completed) were collected by internet-based questionnaires from the members of the Korean society of Oriental Neuropsychiatry. Results: The clinical requests were in the descending order of hematology analyzer, ultrasound imaging system, and electroencephalography among the 15 most commonly used devices of which research would support for their clinical usability. The biosignal-based devices showed the highest research demands for patients with mild cognitive impairment rather than more severe stages of cognitive impairment. Prevention rather than diagnosis, or several treatment regimens was the strongest clinical area of the KM for patients with neurodegenerative cognitive impairment. Many responded that five to 10 minutes of test duration and 20,000 won to 30,000 won of cost would be appropriated for a new device to be developed. Conclusions: There were strong demands for the development of bio-signal devices for neurocognitive disorders among the KM doctors. Specifically, it showed high needs for the technology that can be used in the prevention area of cognitive disorders. Additionally, new medical devices to assess cognitive functions and to obtain KM pattern-related information were the high needs.

• 농촌계획
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• 제19권1호
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• pp.71-80
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• 2013

This study aimed to categorize mountain villages according to business expense investments and investigate residents' supplementation demands and differences between expected effects by the categories. For the study, 35 villages where are completely developed on and after 2007 were selected to consider fairness among local governments. Each village leader(the head of the village or the chairperson of the management committee) was conducted a survey from 2012 May to August and one copy of survey was eliminated from the study. The study is summarized into four results. First, the types of mountain villages were categorized as a type of mountain village practice(18), a type of life environment improvement(8) and a type of forestry income(8) according by the itemized reports of the business expense investments. Second, the result of F-test(One Way ANOVA) for the average analysis by types showed that 3 out of 6 demands for the operation were significant differences and a supplementation necessity of the program was identified significant differences in p<0.01 level. The necessity of forestry resources use and sprawling development prevention are also showed significant differences among types in p<0.05 level. Third, F-test results from 7 questions of desired effects through mountain village creation project revealed that promotion and market security of forestry products and local patriotism instillation through a personal exchange are significant differences between types in p<0.05 level. Forth, the results of duplication benefits(the mountain village development projects and the village support programs with other departments) on the residents' development expectation found that when a village received a large number of projects, residents' expected effects were higher than other village residents where received relatively a small number of projects. However, the expected effects from the increasing quantities of projects were decreased.

• Educational Technology International
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• 제20권1호
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• pp.1-24
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• 2019

The purpose of this study is to determine priorities for designing digital citizenship education based on the key indicators of importance-performance. Survey data were collected from 283 university students in South Korea and analyzed with Importance-Performance Analysis to diagnose the current level of digital citizenship and draw their needs for educational treatment. The results showed that for all the factors except the Technical Skills (TS), the level of importance was significantly higher than that of performance. Another finding indicated that in the Importance-Performance matrix all the factors were located in the first quadrant (i.e. maintaining the current state) and the third quadrant (i.e. low demands for improvement). Specifically, two items located in the second quadrant where urgent treatment is required could have to do with the increasingly active participation in socio-political issues raised in South Korea. This study offered a window into what to focus on when designing digital citizenship education based on the systematic analysis of the needs for digital citizenship education in South Korea.

• 한국경영과학회지
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• 제36권4호
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• pp.161-184
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• 2011

As movie demands become more and more diversified, it is necessary for movie related firms to segment a whole heterogeneous market into a number of small homogeneous markets in order to identify the specific needs of consumer groups. Relevant market segmentation helps them to develop valuable offer to target segments through effective marketing planning. In this article, we introduce various segmentation methods and compare their advantages and disadvantages. In particular, we analyze "2009~2010 consumer survey data of Korean Film Industry" by using Latent Class Analysis(LCA), a statistical segmentation method which identifies exclusive set of latent classes based on consumers' responses to an observed categorical and numerical variables. It is applied PROC LCA, a new SAS procedure for conducting LCA and finally get the result of 11 distinctive clusters showing unique characteristics on their buying behaviors.

• Journal of the Korean Data and Information Science Society
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• 제19권1호
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• pp.71-83
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• 2008

Assessing local government performance has become a crucial issue in recent years. This paper addresses the satisfaction level of local government public service, which is defined as a degree of the results or the impacts of the local government public service delivery on the citizen's needs, demands and expectations. The satisfaction level of local government public service can improve decisions made by local government managers, and enhance accountability of local government to the citizens they serve. This study focuses especially on the various aspects of administrative systems in a local government and developed a systematic survey for their performance. Explanations for the evaluation items and the analysis of survey are discussed throughout the paper.

• 한국IT서비스학회지
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• 제10권1호
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• pp.191-209
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• 2011

The purpose of this research is to develop a service R&D concept definition and finding service R&D demand in Korea. It is necessary to develop an effective service R&D model to improve the competitiveness of the service industry. A survey model for finding service R&D demands has been developed through extensive discussions with experts. A demand survey for 91 experts in service industry and academia has been conducted to find relative weights of each service R&D category. Several other aspects on service R&D has beed investigated to analyze the relative importance of service R&D subjects. And a benchmarking on previous service R&D research investment has been performed. Past and present service R&D topics are compared as a whole and by each individual domain. A service R&D framework and important funding areas has been suggested. The results of this research can be used for research fund allocation decisions for strengthening service industry competitiveness.

• Journal of Information Technology Applications and Management
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• 제24권3호
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• pp.93-105
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• 2017

Demands of cosmetics are affected not only by the well-known elements such as brand, price, and customer's consumption capacity, but also by some latent factors, for example, weather and air environment. Due to complexity and dynamic changes of the above factors, their influences can hardly be estimated in an accurate way by the traditional approaches such as survey and questionnaires. Through modeling and statistical analysis of big data, this article studied the impacts of weather condition and air quality on customer flow and sales of the cosmetics distributors in China, and found several hidden influencing factors. It provided a big-data based method for the analysis of unconventional factors on cosmetics marketing in the changing weather condition and air environment.